Infinity Insights & Impact Podcast

In this episode, we’re chatting with our Head of Insights, Chris Browne, about reducing Average Handle Times (AHT) in contact centres. Chris talks about how you can easily pinpoint the calls that aren’t being dealt with as efficiently as possible. He also explains how to leverage this data to create efficiencies in processes to reduce AHT.

In this episode of Insight & Impact, we sat down with Chris Browne - Head of Insights, to explore how Conversation Analytics helps sales leaders get a handle on performance across all their locations. Chris talks about the invaluable data you can unlock from inbound and outbound calls to massively improve efficiencies and performance to drive more meaningful results (i.e., sales).

What are the benefits of getting granular with call drivers I hear you ask? Well, ask no more - you’ll hear all about it in this Insights & impact episode.

We sat down with Chris Browne, our Head of Insights, for a final deep dive into the world of call drivers. This time, we discuss how combining intel on call drivers with other data points in your business gives you the super granular insight needed to focus on the right areas instead of implementing one-size-fits-all fixes.

We bring you everything you need to know about identifying call drivers in this Insights & Impact episode. Chris Browne, our Head of Insights, discusses how our dedicated Insights & Intelligence team use Conversation Analytics to identify call drivers. Chris then goes on to explain how this helps our customers optimise marketing activities to drive more of the money-making magic, i.e., callers that will convert to customers. 

In this first episode of our new series, Chris Browne - Head of Insight at Infinity, delves into the details of what call drivers are. Chris talks about how to identify them, why they're important, and how to use this intel to streamline operations and deliver improved experiences all round.

Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.

On this episode we speak to Andrew Addison, CEO and founder of Purple Square. As many organisations invest in MarTech it's crucial that they make the most of their tech stack, which is something Purple Square specialise in all over the world, including plenty of insurance brands.

In this episode, we speak to Andrew about:

• Adapting to the changes that insurance customers expect
• Optimising touchpoints across channels
• Refreshing your approach to marketing technology to make it work harder for you
• How to safely create a more modern contact and communications system

Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.

This week we shine a spotlight on Vicky Pont. Vicky is Digital Marketing Manager at the small business, freelancer, and contractor insurance broker, PolicyBee.

In this episode, we speak to Vicky about:

• Informing your marketing from your contact centre
• Why being digitally mature was an enormous advantage in 2020
• Engaging insurance customers desires and concerns with video

Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.

This episode of Infinity's Insurance Marketing Podcast features Matt Tomkin. Matt is now the Founder and Director of Tao Digital Marketing, an agency that has been helping insurance brands identify chances for growth during the challenges of 2020.

In this episode, we speak to Matt about:

• The changing role of technology for the insurance audience during Covid
• What evolving audience demographics mean for insurance brands
• Opportunities for niche expansion in search
• The free tool every search marketer needs to take advantage of today

Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.

This episode features Honor Clement-Hayes, who was featured in The Drum's 50 Under 30 Women in Digital and was the winner of the Young Marketer of the Year at the Insurance Marketing & PR Awards. She is now the Brand Manager at Ticker, a next-generation telematics insurance provider.

In this episode, we speak to Honor about:

• What a brand truly is and what it definitely isn't (despite many thinking it is)
• The risks facing insurers heading into second lockdown, and how to overcome them
• Brand considerations for insurers in an evolved post-Corona landscape

Thanks for listening!

Full disclosure, we refer to this as Episode 10, as we were planning on releasing this later in the series. But when conversation turned to the current lockdown, we felt it timely to release it today!

Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today. 

In this episode we speak to Alex Parmer-Yee, who is a Client Partner at Awin Global. Awin is a global affiliate network serving many industries, with Alex specialising in the finance industry in particular.

We discuss Alex's trends he's noticed in insurance in 2020, why they have been seeing an uptick in the industry in recent months, and one key thing to work on through the rest of the year.

Thanks for listening!